Junior ITSM Administrator (m/f/d)

DocuWare Europe GmbH; Germering; Hybrid; EUR 32.000 - 42.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

35 vacation days per year

Mental health support

Free Tuesday Lunch

Company pension

Zusammenfassung

DocuWare Europe GmbH invites you to join as a Junior ITSM Administrator (m/f/d). You will be the first point of contact for standard IT incidents and service requests, delivering a smooth support experience while learning ITIL processes and technical troubleshooting alongside experienced colleagues.

In this role you will coordinate incident lifecycles, document tickets accurately, and help meet SLAs. Strong English communication and a collaborative mindset are essential as you grow with our

Qualifikationen

• Degree in Information Technology, Computer Science, or related field, or equivalent technical experience.
• Initial experience in a technical support, helpdesk, or service desk environment (internships, student roles, or first job).
• Basic understanding of operational processes, workflow management, and task tracking.
• Familiar with ITIL principles; ITIL Foundation certification is a plus.
• Highly organized, able to follow processes, and manage workload in a structured way.
• Eager to learn, adapt to new technologies, and pursue development opportunities.
• Clear, confident communication with users and stakeholders.
• Enjoy working in a collaborative team environment.
• Fluent in spoken and written English.

Aufgaben

• Coordinate and manage the full lifecycle of standard incidents and service requests, ensuring a smooth resolution.
• Resolve common technical issues by applying established procedures, runbooks, and best practices.
• Maintain accurate and timely ticket documentation to ensure transparency and quality.
• Identify issues that require escalation to senior team members when appropriate.
• Keep users informed through clear, professional, customer-focused communication.
• Monitor and prioritize ticket queue to meet SLAs and support operational excellence.
• Collaborate with experienced colleagues, shadow complex troubleshooting, and broaden knowledge.
• Contribute to a positive user experience by providing reliable, responsive, and solution-oriented support.

Kenntnisse

ITIL knowledge

English communication

Problem solving

Team collaboration

Organization

Ausbildung

Degree in Information Technology or Computer Science

Jobbeschreibung

DocuWare stands for globally distributed, international teams and an open corporate culture that invites you to help shape it. Mobile Work and flexible working hours are part of our everyday life. Would you like to be part of an innovative company whose solutions are digitizing everyday work in a wide range of industries? In that case, we are happy to welcome you to the team.

Your hiring partner

As a Junior ITSM Administrator (m/f/d), you will be the first point of contact for standard IT incidents and service requests, helping to deliver a seamless support experience while building your expertise in IT service management, ITIL processes, and technical troubleshooting alongside experienced colleagues.

Your Responsibilities

• You coordinate and manage the full lifecycle of standard incidents and service requests, ensuring a smooth and efficient resolution process.
• You resolve common technical issues by applying established procedures, runbooks, and best practices.
• You maintain accurate and timely ticket documentation to ensure transparency, consistency, and high service quality.
• You proactively identify issues that require additional expertise and elevate them to senior team members when appropriate.
• You keep users and stakeholders informed through clear, professional, and customer-focused communication.
• You monitor and prioritize your ticket queue to help meet agreed Service Level Agreements (SLAs) and support operational excellence.
• You collaborate closely with experienced colleagues, shadowing complex troubleshooting scenarios and major incidents to continuously expand your technical knowledge and skills.
• You contribute to a positive user experience by providing reliable, responsive, and solution-oriented support.

What you need to succeed

• You hold a degree in Information Technology, Computer Science, or a related field, or have gained equivalent foundational technical experience.
• You have initial experience in a technical support, helpdesk, or service desk environment through internships, student positions, academic projects, or your first professional role.
• You have a basic understanding of operational processes, workflow management, and task tracking.
• You are familiar with ITIL principles and service management best practices. An ITIL Foundation certification is a plus.
• You are highly organized and able to follow established processes, prioritize tasks effectively, and manage your workload in a structured manner.
• You are eager to learn, quickly adapt to new technologies and processes, and actively seek opportunities for personal and professional development.
• You communicate clearly and confidently, demonstrating strong listening skills and a customer-focused mindset when interacting with users and stakeholders.
• You enjoy working in a collaborative team environment and are willing to contribute ideas, ask questions, and learn from experienced colleagues.
• You are fluent in spoken and written English.

What we can offer

There are many great reasons to join DocuWare - our company culture is only one of them.
As part of the DocuWare team, you will benefit from many advantages:

• Globally distributed,international teams: You will find our teams working in Germering, New York, Sofia or other worldwide locations.
• Flexible work location and hours: You work hybrid - on the road or in our modern office - and you have the flexibility to arrange your own working hours.
• Individual support: After an intensive induction, you will receive regular training tailored to your needs (e.g. conferences internal team building measures).
• Well-earned rest: 35 vacation days per year, sport offerings, massages, a football table and a relaxing lounge area.
• Mental health support: With our employee assistance program you have free and confidential access to resources and support for your well-being and stress management at any time.
• Healthy food: Together we enjoy Fairtrade coffee with organic milk or oat milk, snacks and fresh fruit - all free of charge - as well as subsidized lunch from the Foodji fridge.
• Free Tuesday Lunch: Every Tuesday, enjoy a complimentary and varied lunch.
• Good accessibility: Choose how you would like to come to the office with a leased e-bike, by train or via highways A96/A99 (you can charge your e-car on site for free).
• Team spirit: Regular employee and team events (virtual or on-site) ensure excellent collaboration with colleagues around the world.
• Sustainability and social commitment: DocuWare stands for paperless work and supports volunteer organizations and local sports clubs.
• Planning for your future: DocuWare subsidizes your company pension plan!
• We offer a stable job with a well established and growing company.
• Unique benefits:Choose one of three great options (Bonago, E-Gym or subsidized Deutschlandticket) to suit your needs.
• We only use the latest technologies - find out more on Stackshare .
• Up to 30 Days Work from Abroad: Experience international opportunities and broaden your horizons.
• Family First: Preferential registration in our selected daycare center in Germering (no guarantee).
• Buddy Program: You'll be paired with a buddy, who will support you during your onboarding and offer valuable tips.

What we can offer

There are many great reasons to join DocuWare - our company culture is only one of them.
As part of the DocuWare team, you will benefit from many advantages:

• Globally distributed,international teams: You will find our teams working in Germering, New York, Sofia or other worldwide locations.
• Flexible work location and hours: You work hybrid - on the road or in our modern office - and you have the flexibility to arrange your own working hours.
• Individual support: After an intensive induction, you will receive regular training tailored to your needs (e.g. conferences internal team building measures).
• Well-earned rest: 35 vacation days per year, sport offerings, massages, a football table and a relaxing lounge area.
• Mental health support: With our employee assistance program you have free and confidential access to resources and support for your well-being and stress management at any time.
• Healthy food: Together we enjoy Fairtrade coffee with organic milk or oat milk, snacks and fresh fruit - all free of charge - as well as subsidized lunch from the Foodji fridge.
• Free Tuesday Lunch: Every Tuesday, enjoy a complimentary and varied lunch.
• Good accessibility: Choose how you would like to come to the office with a leased e-bike, by train or via highways A96/A99 (you can charge your e-car on site for free).
• Team spirit: Regular employee and team events (virtual or on‑site) ensure excellent collaboration with colleagues around the world.
• Sustainability and social commitment: DocuWare stands for paperless work and supports volunteer organizations and local sports clubs.
• Planning for your future: DocuWare subsidizes your company pension plan!
• We offer a stable job with a well established and growing company.
• Unique benefits:Choose one of three great options (Bonago, E‑Gym or subsidized Deutschlandticket) to suit your needs.
• We only use the latest technologies - find out more on Stackshare .
• Up to 30 Days Work from Abroad: Experience international opportunities and broaden your horizons.
• Family First: Preferential registration in our selected daycare center in Germering (no guarantee).
• Buddy Program: You'll be paired with a buddy, who will support you during your onboarding and offer valuable tips.

For better insights, check us out on Instagram !

We keep close to the customer and innovate in every aspect of our customer experience to ensure their success with our product and company.

Decent

We are respectful, helpful and reliable when working with customer, partners and colleagues.

Dynamic

We seek to constantly improve by measuring and sharing our work, inviting ideas from all colleagues, and responding quickly to new opportunities.

We love what we do and confidently strive for ambitious goals through focus, collaboration and having fun together.